Complaints and dissatisfaction

I submitted claim whereby my car was hit by another car at the parking lot. And the car is damaged at the back by the boot on the bumper. Now the bumper is falling off. Unfortunately the driver of the vehicle never stooped but took off. All was reported at the police station and was told that that particular street has cameras all over. The insurance company should request a footage so to trace the other vehicle. First I got a call from Nosihle from PMD and everything was explained to her and aslo advised her to get a footage from the SAPS provided. Next call from her she told me that my excess is R2700 and the damage cost is R3300. To my surprise only the photos were sent to them and the decided on that cost. Nothing was inspected or no one was sent to check the damages on the car. I asked her to provide me with the panelbeaters they work with in the area so to take the car and she promised to get back to me same day, till today nothing from her. The next thing I get a call from a lady called Palesa saying that I need to pay an excess of R4700 and the insurance company will not cover this claim because I ddnt prove them with the other drives details and also that the manager said this is a small claim meanwhile my car is damaged. I explained to her that I spoke to Nosihle and explained everything to her and even asked her to get footage, as per the the given statement. Clearly there is no communication between the consultants and I am really disappointed, and will take take this further with Insurance Ombusdman